Intro_S4HANA_Using_Global_Bike_Slides_CS_en_v3.2.pdf

Customer Service (CS)
Curriculum: Introduction to S4HANA using Global Bike

© 2019 SAP SE / SAP UCC Magdeburg. All rights reserved. 2
Teaching material - Information
Teaching material - Version
i
 Software used
 Prerequisites
 Model
• SAP S/4HANA
• No Prerequisites needed
• Global Bike
 3.3 (July 2019)

Module Information
Authors
Target Audience
 Tim Böttcher
 Chris Bernhardt
 Stefan Weidner
 Beginner

Module Information
Learning Objectives
You are able to
 name some functionalities of the CS module.
 define the central organizational structures of the CS module.
 summarize the master data which is most important for the CS module.
 explain standard processes of the Customer Service.

 Service Contract
 Service Notification
 Service Order
 Goods Return and Repair
Functionality

Agenda
 CS Organizational Structure
 CS Master Data
 CS Processes

GBI Structure for Customer Service
Global Bike
Global Bike Inc. Global Bike Germany GmbH
Client
Company Code
Plant
Storage Location
Responsible Maintenance
Planning Plant
Maintenance Plant
Misc.
Dallas
San Diego Miami Hamburg
Heidelberg

CS Organizational Structure
 Client
• An independent environment in the System
 Company Code
• Smallest org unit for which you can maintain a legal set of books
 Storage Location
• An organizational unit allowing differentiation between the various stocks of material in a plant
 Plant
• Operating area or branch within a company
 Manufacturing, distribution, purchasing or maintenance facility
• Place in which the technical objects of a company are installed

 Sales Organization
• An organizational unit responsible for the sale of certain products or services.
• The responsibility of a sales organization may include legal liability for products and customer claims
 Distribution Channel
• The way in which products or services reach the customer
• Typical examples of distribution channels are wholesale, retail, or direct sales
 Division
• A way of grouping materials, products, or services
 Sales Area
• Combination of Sales Organization, Distribution Channel and Division
• Determines conditions (i.e. pricing) for sales activities

Sales Area (example)
ElectroPro Company
Code
Division
Distribution Channel
Sales Organization
Southern Area
Northern Area
Internet Wholesale Wholesale
Mobile Kitchenware Home
Entertainment
Kitchenware
Sales Area

 Sales Office
• establishes contact between the firm and the regional market
 Sales Group
• performs and is responsible for sales transactions
 Shipping Point
• performs shipping processing and is the part of the company responsible for the type of shipping, the necessary shipping
materials and the means of transport
 Picking Location
• place where the goods will be picked for shipping
 Purchasing Organization
• organizational unit responsible for procuring services and materials

 Operating Concern
• represents a part of an organization for which the sales market is structured in a uniform manner
• a operating profit for the individual market segments can be calculated
• multiple controlling areas can be assigned to one operating concern
 Controlling Area
• a self-contained, organizational unit for which the management of revenues and expenses can be performed
• may include one or more company codes; therefore, an enterprise can perform management accounting analyses and
reports across several companies
• a way to identify and track where revenues and costs are incurred for evaluation purposes

Agenda
 CS Master Data
 CS Processes

 Customer Master Data
 Equipment
 Work Center
 Bill of Material
 Material Master Data
 Vendor Master Data
CS Master Data

 Customer Master
• Contains all of the information necessary for processing orders, deliveries,
invoices and customer payment
• Every customer MUST have a master record
 Created by Sales Area
• Sales Organization
• Distribution Channel
• Division
Customer Master Data

 The customer master information is divided into 3 areas:
• General Data
• Company Code Data
• Sales Area Data
Customer Master Data

 Equipment Master Data
• contains all information around
equipment
 Information in four views:
• General
• Location
• Organization
• Structure
Equipment Master Record

 Equipment
• Individual and autonomous technical unit
• Physical object for which maintenance tasks are planned and performed
• Equipments can be placed in functional locations
 Functional Location
• Hierarchal organized structure which represents e.g. a technical system, a building or a part of it
• Structural depiction of a technical plant
• Planning and performing maintenance tasks
 Classification
• assignment of an item or initiative to one or several buckets of a classification hierarchy
• The act of assigning a value of a given characteristic to an object
Equipment / Functional Location - Definition

 Measuring point and counter reading
• describes the state of a technical object
• important for regulations, e.g. emission limits of a plant
 Serial number
• used for individualization of materials
• distinguish materials with the same material number
• specify the exact location of an unique good
• save additional information
• e.g. manual, warranty information
Equipment / Functional Location - Definition

 A location within a plant where value-added work (operations or activities) are performed
• Work Centers can represent
 People or Groups of People
 Machines or Groups of Machines
 Assembly Lines
 Work center used to define capacities
• Labor
• Machine
• Output
• Emissions
 Capacities used in
• Capacity requirements planning (CRP)
• Detailed scheduling
• Costing
Work Center

 Complete formally structured list of all components
 Material BOMs can be allocated to functional locations or equipment
 Three types of BOMs in Enterprise Asset Management:
• Material BOMs
• Equipment BOMs
• Functional location BOMs
 Advantages
• Structuring of objects
• Service parts planning in maintenance orders and maintenance task lists
• Within plant maintenance BOMs are used, if similar object should be maintained
Bill of Material – Definition

 A guarantee to vouch for defects or faults in the product purchased, valid for a specific period of time
 The type and scope of the services covered, such as repairing a defect for free or taking the product back, are
defined in the warranty
 Can be distinguished in vendor-, manufacturer- or customer warranty
 Valid for a specific technical object
• functional location, equipment or serial number
Warranties

 Material Master
• Contains all the information a company needs to manage about a material
• It is used by most components within the SAP system
 Sales and Distribution
 Materials Management
 Production
 Plant Maintenance
 Accounting/Controlling
 Quality Management
• Material master data is stored in functional segments called Views
Material Master Data

Material Master Views
Material Master
Basic Data
Sales Data
Controlling Data
Forecasting Data
Purchasing Data
Mat. Plan. Data
Accounting Data
Storage Data
Quality Data

Material Master
Sales Org. UW00
Sales Org. UE00
Client XXX
General Information relevant for the entire organization:
Name
Weight
Unit of Measure
Sales specific information:
Delivering Plant
Loading Grp
Storage Location specific information:
Stock Qty
Storage Loc. FG00
Storage Loc. TG00

 Vendor Master
• Contains all the necessary information needed to business with
an external supplier
• Used and maintained primarily by the Purchasing and Accounting
Departments
• Every vendor MUST have a master record
Vendor Master Data

 Client Level
• Address
• Vendor Number
• Preferred Communication
 Company Code Data
• Reconciliation Account
• Terms of Payment
• Bank Account
 Purchase Org Data
• Purchasing Currency
• Salesman’s Name
• Vendor Partners
Vendor Master Views
General Data
Company Code Data
Financial Accounting (FI)
Purchasing Data
Materials Mgmt (MM)

Agenda
 CS Master Data
 CS Processes

 Long term agreement
• predefined validity period
• for at least one technical object
• predefined services
• predefined conditions
 Header
• Sales-, contract-, and billing data
• Billing plan
• Conditions
 Items
• Service
• Configuration
• Technical Objects
Service Contract

 Service contract
• Solve reported problems of a customer
 Service and maintenance contract
• Maintenance of technical object in a predefined manner
• Master agreement with a customer
• Reversal of a predefined quantity or value
Service Contract - Types

 Means by which notifications from a customer are entered and managed in Customer Service
 Used for documentation and evaluation
 Components
• Customer information
• Information about technical object and service contract
• Information about valid warranties
 Types
• Customer message / problem notification
• Service request
• Technical completion
 If there is need for action a service order will be created
Service Notification

 Precise assessment of time and ressources
 Can be created as follow-up of a service notification
 Planning of service actions
• Resource planning for internal and external employees
• Determination of specific execution date
 Confirmation
Service Order

 Customer information
 Information about the location
 Object information
 Information about planning and execution of activities
 Information about planned and actual costs
 Information about settlement of the actual costs
Service Order - Content

Service Order - Process
Service Order
Planning and
release
Execution of
activities
Confirmation
and technical
completion
Billing
Business
completion

 Return of a damaged good
 Receipt through goods return
 Repaired through customer service
 Billing
Goods return and repair

Goods return and repair - Process
Customer
message
Customer
repair order
Goods
receipt
Technical
inspection
Repair
Service
order
Good issue
Billing

Intro_S4HANA_Using_Global_Bike_Slides_CS_en_v3.2.pdf

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